Question

QUESTION 26 Which of the following are reasons for offering service guarantees? O Guarantees force the service provider to focus on the customers. Guarantees generate feedback. Guarantees force the service provider to understand the reasons for the failure. Guarantees are a good marketing strategy. O All of the above. QUESTION 27 Forecast error is the arithmetic difference between the forecasts made for two consecutive time periods. O True False QUESTION 28 28. The concept of service recovery is to make the service provider responsible to fix and make good on a service failure. O True O False QUESTION 29 29. Employees make no contribution to the quality of a service operation. O True False QUESTION 30 30. Employee stock ownership plans (ESOPs) are used to give employees an incentive to perform high quality work O True

Answer 1

26. The following is a reason for offering service gurantees

• All of the above
  • The reasons for offering service gurantees include - forcing the service provider to focus on the customer, generating feedback, forcing the service provider to understand the reasons for the failure, and they are a good marketing strategy

27. Forecast error is the arithmetic difference between the forecasts made for 2 consecutive time periods

• False
  • ​​​​​​​Forecast error is the difference between the actuals and the forecasts for a time period.

28. The concept of service recovery is to make the service provider responsible to fix and make good on a service failure

• True

29. Employees make no contribution to the quality of a service operation

• False
  • ​​​​​​​Employees also contribute to the quality of a service operation

30. ESOPs are used to give employees an incentive to perform high quality work

• True
  • ​​​​​​​ESOPs are used to retain retain high quality workers